Contributor I

Lost surround and sub ( after update ?)

Forum|Forum|4 years ago
April 23, 2022
1604 replies
81294 views

Hi

I don’t know if my issue is related to the 14.6 update but I noticed today that I had no sound from my surround (play 3) and my sub (Gen 2), only the Arc is working They are still present in the app under the my System view but now sound which every sources

When I reboot each of them, the sound comes back temporary, but when I switch to another source or audio format, thé Sound disappears again. Tried several times, same behavior

Thanks for your help

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skullc

Prodigy III

@Brad Porter haha

I was holding a large wooden plank when I typed that😜

Network= livewire cpe pro 3 +eero 6 pro wireless

B

Brad Porter

Enthusiast II

Guys - I have an expected day in the office tomorrow and won't have time to ask Sonos where they are with my case unfortunately. Ill therefore provide a progress update on Wednesday.

If anyone else has any updates, then I am all ears. Getting desperate for some good news!

F

Freddy45764

Enthusiast II

Issued reoccurred this evening as expected. Submitted a diagnostic and called support. Got to a step in troubleshooting where the rep insisted on checking whether the issue was still present using optical out on the tv. My TV is mounted so I pre-ran an optical cable when I installed it but because the arc has that optical to HDMI adapter I’d need access to the back of my mounted tv. I’ll Have to decide whether I’m willing to unmount my tv to help Sonos fix their products.

edit: found a female female toslink adapter on Amazon for cheap. Guess I’ll push on

N

Nylon

Enthusiast I

Issued reoccurred this evening as expected. Submitted a diagnostic and called support. Got to a step in troubleshooting where the rep insisted on checking whether the issue was still present using optical out on the tv. My TV is mounted so I pre-ran an optical cable when I installed it but because the arc has that optical to HDMI adapter I’d need access to the back of my mounted tv. I’ll Have to decide whether I’m willing to unmount my tv to help Sonos fix their products.

edit: found a female female toslink adapter on Amazon for cheap. Guess I’ll push on

I feel this is not a viable/justified request from support. They asked me to do this as well in order to attempt to isolate whether it was an issue with HDMI on the Sonos Arc. The data they receive from any diagnostics you submit will tell them whether there is a problem with HDMI. Using optical renders the Sonos Arc nothing more than a glorified Sonos Playbar.

F

Freddy45764

Enthusiast II

Issued reoccurred this evening as expected. Submitted a diagnostic and called support. Got to a step in troubleshooting where the rep insisted on checking whether the issue was still present using optical out on the tv. My TV is mounted so I pre-ran an optical cable when I installed it but because the arc has that optical to HDMI adapter I’d need access to the back of my mounted tv. I’ll Have to decide whether I’m willing to unmount my tv to help Sonos fix their products.

edit: found a female female toslink adapter on Amazon for cheap. Guess I’ll push on

I feel this is not a viable/justified request from support. They asked me to do this as well in order to attempt to isolate whether it was an issue with HDMI on the Sonos Arc. The data they receive from any diagnostics you submit will tell them whether there is a problem with HDMI. Using optical renders the Sonos Arc nothing more than a glorified Sonos Playbar.

Agreed but I didn’t get the sense I would get any further without so I’ll do it.

B

Brad Porter

Enthusiast II

I feel this is not a viable/justified request from support. They asked me to do this as well in order to attempt to isolate whether it was an issue with HDMI on the Sonos Arc. The data they receive from any diagnostics you submit will tell them whether there is a problem with HDMI. Using optical renders the Sonos Arc nothing more than a glorified Sonos Playbar.

My view on this is Sonos are going through a process of isolation testing. There are two entry points into the ARC processor so this test may help understand whether this is Optical, HDMI or internal depending on testing outcome.

However, it also does indicate that this investigation has not really progressed internally. Isolation testing is usually pretty early on in the process, and this recent request testing ask probably means they cannot locate root-cause at this stage. I was never asked to do this despite 2.5 hours of testing - so it’s very plausible they are circling back on isolation.

azing

Lyricist III

After keeping up with this issue for weeks and worrying when/if it’ll hit me, it finally has.

Sub and surrounds dropping out.

Such a shame this hasn’t been fixed yet or allowing us to roll back to a stable version.

I also find this amazing. Azing has not had the problem for weeks and them suddenly it turns up. I just dont understand this issue or even able to fathom the trigger. I have had one drop out since Friday (yes, it did occur again!) but before it was just all the time.

My head hurts. I can't even place my finger anywhere near where the problem could be!

I know, I’m surprised by this too. For all I know, it could have happened earlier and I just didn’t notice it maybe but it was pretty obvious when it happened last night…

Thanks to all informing me to submit a diagnostic report, I’ll do that asap when it happens again.

For info, the system is: Arc, 2x Ones, 2x Subs connected to LG C1 and Apple TV 4K.

B

Brad Porter

Enthusiast II

I know, I’m surprised by this too. For all I know, it could have happened earlier and I just didn’t notice it maybe but it was pretty obvious when it happened last night…

Thanks to all informing me to submit a diagnostic report, I’ll do that asap when it happens again.

For info, the system is: Arc, 2x Ones, 2x Subs connected to LG C1 and Apple TV 4K.

@azing - could you also provide (as specific as you can) your network details as well? Secondly, how your Sonos system is connected to that network?

azing

Lyricist III

I know, I’m surprised by this too. For all I know, it could have happened earlier and I just didn’t notice it maybe but it was pretty obvious when it happened last night…

Thanks to all informing me to submit a diagnostic report, I’ll do that asap when it happens again.

For info, the system is: Arc, 2x Ones, 2x Subs connected to LG C1 and Apple TV 4K.

@azing - could you also provide (as specific as you can) your network details as well? Secondly, how your Sonos system is connected to that network?

No problem. I have the Arc connected via ethernet to my Ubiquiti network with 2 APs. The rest of my Sonos system (2x Beams, 5x Ones and 1x Sub) all connect via SonosNet (WM:0 showing for all in “About my system”). Not had connectivity issues before this, it was all rock solid.

B

Brad Porter

Enthusiast II

@azing - thanks for that.

Is the connection of the ARC into the router, or plugged into an access point?
Is your network running as a Mesh, or with Access Points all configured as the same SSID?

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